Author: Sandra Radlovacki

Finalists Revealed for the International Customer Experience Awards 2025

The wait is over — the International Customer Experience Awards 2025 finalists have been chosen! Some of the world’s best-known brands are in the running this year, including Vodafone Türkiye, Octopus Energy, TUI, Costa, and MSD. A diverse mix of innovators,...

SoundHound AI Expands Agentic AI Reach With Interactions Acquisition

SoundHound AI is expanding its presence in enterprise customer service with the acquisition of Interactions, a company recognised for its AI-powered voice assistants and workflow orchestration tools. The deal aims to strengthen SoundHound’s position in the agentic AI space, a...

More Than Half of Gen Z Check Employer Social Media Before Applying

How much does a company’s online reputation affect whether someone hits “apply”? HireClix’s 2025 Candidate Experience Survey shows it carries real weight, especially for younger job seekers. More than half of Gen Z and Millennials review an employer’s social media presence...

Zoom Moves into Cars with New LG Partnership

LG Electronics announced that its webOS-based Automotive Content Platform (ACP) will include a native Zoom app, making video conferencing available directly from in-car infotainment systems. The development was revealed at IAA MOBILITY 2025 in Munich, one of the world’s largest...

Instacart and Morrisons Launch First UK Rollout of Smart Trolleys

AI-powered shopping trolleys are heading to British supermarkets for the first time, as Instacart teams up with Morrisons to bring its Caper Carts to the UK. The trial will begin in early 2026 at one Morrisons store, with further expansion...

Rewards Are Becoming a Deciding Factor in Customer Loyalty

Rewards now play a central role in how people choose to pay, where they shop, and which brands they stick with. New research from PayPal and Reach3 Insights shows that incentives are driving deeper emotional connections and influencing long-term loyalty. By combining...

8×8: “AI is a Thought Partner, Not a Thought Leader”

Artificial intelligence may be the fastest-adopted technology in history, but Joel Neeb, Chief Transformation and Business Operations Officer at 8×8, wants businesses to slow down long enough to consider how they use it. “AI is a thought partner, not a thought...

Vague Delivery Dates Push Customers to Abandon Carts

Retailers may be sabotaging their own sales by sticking with outdated delivery practices that no longer match how consumers shop online, according to a new behavioural study on e-commerce logistics by OnTrac. The report, titled The State of Speed, shows that...

AI Set to Replace Google as Business Research Tool, Experts Predict

Google’s quarter-century reign as the default gateway for business research may be nearing its end. A new study from Bospar suggests that AI could overtake the search giant within the next decade, replacing links and endless results with direct recommendations...

BPOs Are the Fast Track to AI in CX. But at What Cost?

Enterprises racing to modernise voice support are increasingly turning to business process outsourcing (BPO) partners as the fastest way to plug in artificial intelligence. But could this shortcut undermine long-term control, flexibility, and customer experience outcomes? The 2025 State of Voice...